Forum Discussion

londonarnold's avatar
londonarnold
On our wavelength
5 months ago

Still being billed even after disconnection

I sent in my Disconnection notice and received a confirmation from your Virgin disconnections department in Sunderland that all my virgin services would be disconnected on 26th August 2024, that’s today and the end of the billing cycle. 

We have this bill that came on 17th August 2024 for the 26th August to 26th September cycle which says it must be paid by 3rd September 2024, even though Virgin have confirmed our services were disconnected on Monday 26th August 2024.

Please can you advise us how to get Virgin billing to update everything to reflect our account is now closed, all our revives have been terminated, and there should be no more bills from Virgin.

Thank You

billing disconnection virgin
  • Derwentmailman's avatar
    Derwentmailman
    5 months ago
    londonarnold wrote:

    I sent in my Disconnection notice and received a confirmation from your Virgin disconnections department in Sunderland that all my virgin services would be disconnected on 26th August 2024, that’s today and the end of the billing cycle. 


    We have this bill that came on 17th August 2024 for the 26th August to 26th September cycle which says it must be paid by 3rd September 2024, even though Virgin have confirmed our services were disconnected on Monday 26th August 2024.

    Please can you advise us how to get Virgin billing to update everything to reflect our account is now closed, all our revives have been terminated, and there should be no more bills from Virgin.

    Thank You

    According to the section in the VM Refund help page

    You would get said refund up to 30 days after they have disconnected you.  I would hope that VM calculates the final bill before the 3rd September payment is taken but somehow I suspect not.😬

  • Derwentmailman's avatar
    Derwentmailman
    Up to speed
    5 months ago
    londonarnold wrote:

    I sent in my Disconnection notice and received a confirmation from your Virgin disconnections department in Sunderland that all my virgin services would be disconnected on 26th August 2024, that’s today and the end of the billing cycle. 


    We have this bill that came on 17th August 2024 for the 26th August to 26th September cycle which says it must be paid by 3rd September 2024, even though Virgin have confirmed our services were disconnected on Monday 26th August 2024.

    Please can you advise us how to get Virgin billing to update everything to reflect our account is now closed, all our revives have been terminated, and there should be no more bills from Virgin.

    Thank You

    According to the section in the VM Refund help page

    You would get said refund up to 30 days after they have disconnected you.  I would hope that VM calculates the final bill before the 3rd September payment is taken but somehow I suspect not.😬

    • londonarnold's avatar
      londonarnold
      On our wavelength
      5 months ago

      As ever it’s the case where I’m nearly deaf, and cannot hear even with hearing aids, I’ve never been able to get through, even when Virgin phone me, I am deaf and cannot hear even with hearing aids, I live alone and there is no one else to take the call, it’s critical and has been for a long time.

    • londonarnold's avatar
      londonarnold
      On our wavelength
      5 months ago

      Thanks for replying Derwentmailman, I appreciate that and even more so as today is a Bank Holiday in the UK, so I’m going to start by wishing you a great day!

      I just hooe and pray my services are disconnected, as per the letter which I have here if you need to see it, and then within the 30 days the correct final bill should be for £0.

      The equipment is rather old and I’m ready to return it, it’s a Hub 3 and 500 TiVo box, I’m not sure if Virgin said they reclaim their outdated tech, but it’s here ready to be returned, once I know where to send it or take it locally here in London.

      Thanks again Derwent, perhaps a Moderator can shed some more light on this, have a great Bank Holiday and ongoing Holiweek, month, year, life.

  • londonarnold's avatar
    londonarnold
    On our wavelength
    5 months ago

    And now I’m worried that even though Virgin confirm they have disconnected me from all services, they will keep on billing me, there’s no way I can pay as I’m deaf and unwaged unable to work.

    • Derwentmailman's avatar
      Derwentmailman
      Up to speed
      5 months ago

      Keep a check on the billing especially the link 'View bill in My Virgin Media' where you might see the effect of your service finishing and how it will effect your final bill/final credit

  • newapollo's avatar
    newapollo
    Very Insightful Person
    5 months ago
    londonarnold wrote:

    I sent in my Disconnection notice .....my virgin services would be disconnected on 26th August 2024, 

    There’s a closing bill, but I don’t know if that’s the close of the current billing cycle, as the main bill PDF indicates it’s for the upcoming advance of the 25th Aug to 26th September billing cycle,

    Thank You

    Hi londonarnold 

    Going by the information above you are leaving mid billing cycle.

    Virgin continue to bill you as usual until your disconnection is complete. This helps to make sure your final month of service isn’t interrupted. You are therefore seeing charges that go beyond your disconnection date (26th August) because your cancellation date takes effect mid billing cycle (25th August).

    Once your services are fully disconnected VM recalculate what you’ve used and send an adjusted final bill  detailing any credits you may have for the services you haven't  used. They then refund those monies by cheque